Comments on: Picking Up On Customer Anxiety: When to Trigger Live Chat http://www.getelastic.com/live-chat-trigger/ #1 Subscribed Ecommerce Blog Thu, 09 Feb 2012 02:57:16 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: eCommerce Tips: Top 10 Things Customers Expect from Your Online Store | Music Studio Blog - Music & Life by Michael Burnshttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-25256 eCommerce Tips: Top 10 Things Customers Expect from Your Online Store | Music Studio Blog - Music & Life by Michael Burns Fri, 23 Jul 2010 20:26:00 +0000 http://www.getelastic.com/?p=2659#comment-25256 [...] Live chat can be reactive, where a clear call-to-chat appears on your site, and the customer initiates the conversation, or it can be proactive, where the system triggers a chat invitation based on user behavior. [...] [...] Live chat can be reactive, where a clear call-to-chat appears on your site, and the customer initiates the conversation, or it can be proactive, where the system triggers a chat invitation based on user behavior. [...]

]]> By: Mystery Shop Your Site Before The Holidays | Get Elastichttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-17363 Mystery Shop Your Site Before The Holidays | Get Elastic Mon, 19 Oct 2009 10:58:47 +0000 http://www.getelastic.com/?p=2659#comment-17363 [...] Provide an FAQ page for customer self-service (Tip: if a customer lingers on an FAQ page this is a good time to deliver a live chat prompt) [...] [...] Provide an FAQ page for customer self-service (Tip: if a customer lingers on an FAQ page this is a good time to deliver a live chat prompt) [...]

]]> By: buypropeciahttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-17361 buypropecia Sat, 13 Jun 2009 04:15:51 +0000 http://www.getelastic.com/?p=2659#comment-17361 Great work, well researched Great work, well researched

]]> By: Tonyhttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-17359 Tony Wed, 21 Jan 2009 17:37:15 +0000 http://www.getelastic.com/?p=2659#comment-17359 And PLEASE stay away from those annoying "Live Chat" windows that pop up and float around the screen! Why do you have information on your site if you don't want me to read it? And PLEASE stay away from those annoying “Live Chat” windows that pop up and float around the screen! Why do you have information on your site if you don’t want me to read it?

]]> By: Have You Mystery Shopped Your Site Lately? | Get Elastichttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-17357 Have You Mystery Shopped Your Site Lately? | Get Elastic Mon, 19 Jan 2009 11:00:54 +0000 http://www.getelastic.com/?p=2659#comment-17357 [...] Provide an FAQ page for customer self-service (Tip: if a customer lingers on an FAQ page this is a good time to deliver a live chat prompt) [...] [...] Provide an FAQ page for customer self-service (Tip: if a customer lingers on an FAQ page this is a good time to deliver a live chat prompt) [...]

]]> By: Web Design Indiahttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-17355 Web Design India Thu, 08 Jan 2009 17:30:40 +0000 http://www.getelastic.com/?p=2659#comment-17355 I think you need to put code in all page if you want analytic for all pages!! I think you need to put code in all page if you want analytic for all pages!!

]]> By: Michael Strakerhttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-17353 Michael Straker Wed, 07 Jan 2009 17:27:01 +0000 http://www.getelastic.com/?p=2659#comment-17353 I'm with Brandon; discretion is important. Don't let online help become the annoying salesperson who keeps dogging you, and ends up chasing you out of the store. Beware the infamous Microsoft paperclip... ;) I’m with Brandon; discretion is important. Don’t let online help become the annoying salesperson who keeps dogging you, and ends up chasing you out of the store.

Beware the infamous Microsoft paperclip… ;)

]]> By: Brandon Eleyhttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-17351 Brandon Eley Wed, 07 Jan 2009 02:01:24 +0000 http://www.getelastic.com/?p=2659#comment-17351 Live chat can definitely turn potential customers away. I have never been so annoyed as when I went on Rackspace's website (we're not only already customers, but also Rackspace solutions partners) and every page I visit, I get a popup asking me if I want to chat. If you utilize live chat, by all means make it AVAILABLE on every page, but don't force it on your visitors. Maybe if they've been on customer service or the shopping cart for very long, ask them if they need help (once). But don't ask on every page... it might actually hurt your conversions. Live chat can definitely turn potential customers away. I have never been so annoyed as when I went on Rackspace’s website (we’re not only already customers, but also Rackspace solutions partners) and every page I visit, I get a popup asking me if I want to chat.

If you utilize live chat, by all means make it AVAILABLE on every page, but don’t force it on your visitors. Maybe if they’ve been on customer service or the shopping cart for very long, ask them if they need help (once). But don’t ask on every page… it might actually hurt your conversions.

]]> By: Jaan Kanellishttp://www.getelastic.com/live-chat-trigger/comment-page-1/#comment-17349 Jaan Kanellis Tue, 06 Jan 2009 18:58:14 +0000 http://www.getelastic.com/?p=2659#comment-17349 As long as you have the staff for live chat you should be employing the Orvis ideas on your website. As long as you have the staff for live chat you should be employing the Orvis ideas on your website.

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